To create a new ticket you must first click on the new ticket icon in the left hand menu.

This will now load the new ticket window.

Once loaded you will able to select the requester from the drop down box.

After Selecting the requester you are required to provide a title (this will become searchable once saved), Then select the origin of the call (e.g. the phone).

If you have any attachments (e.g. a screen dump) you can attach that also. (Recommended Max 5 Mb)

You will then need to provide any notes relevant to the call, e.g. “What the user had done before the incident happened”, from the notes you can create key words, and again these will become searchable. This can be done either manually or by clicking on the “suggest” button.

Optionally you can access the custom fields, ticket watch, time and materials, suggest solution and client history tabs.

Before saving you ticket you need to check that the correct priorities have been chosen, the ticket has been given the correct status, and that the category is correct. Additionally you can select any assets involved, follow-up and due by dates as well as changing the assignee (e.g. to the correct support team)

For a more detailed look into creating a ticket click here

If your requester (usually a client) has a special SLA given to them, the priority can be automatically selected, for example, if the Managing Directors laptop required replacing, it would give it a high priority.

For more information on Priorities and SLA agreements with integration of clients click here

If you are required to select a category that does not exist or that suits then a request should be made to the system administrator to have a category that suits, or create a category called "other" for all rogue calls..